Here are some basic troubleshooting steps you can use with your
Apple TV to solve some of the most common streaming issues
(i.e. CBS All Access app is crashing/constantly loading or closed
captions are out of sync).
Step 1: Force close the CBS app
Using Siri Remote
Step 2: Restart your Apple TV via Settings, using your
- While on the Home screen, double-click the “Home” button on the Siri Remote.
- Swipe to the right on the touch surface to find the CBS app.
- Swipe up on the touch surface to force the app to close.
remote or unplugging it from power.
Go to Settings > System > Restart.
Siri Remote or Apple TV Remote:* Hold down the Home and Menu buttons.
Let go when the light on your device flashes.
Step 4: Uninstall and reinstall the CBS app on your Apple TV
Unplug Apple TV
If the Settings menu and your remote don't restart your device, unplug your
Apple TV from power. Wait six seconds, then plug it back in.
Step 3: Reboot router
Power-cycle your router by unplugging the power cord (Note: if you
have a separate modem, unplug the power to the modem first), waiting
approximately 10 seconds, and plug it back in (plug the modem back in
before the router, if applicable). When your router has completely
re-powered (usually after a few minutes), reconnect your streaming
device and test streaming once more.
With an app's icon highlighted, press and hold the trackpad on the Apple TV
remote until the icon begins wiggling. Next, press the Play/Pause button on
the remote. Confirm you want to delete the app on the following screen.
If you’re still experiencing streaming issues, just contact us by clicking the blue
“Contact Us” button at the top of this screen, and we’ll be happy to help!